Horrible experience at my local AD

[DLagent]

About 4 weeks ago, I purchased my first Rolex, a gently used 14060M, from Matt (mrh1797) here on TRF. Before I proceed further, he's awesome - buy and or sell with confidence!!! Anyway, I need to get my new watch appraised so I can get it insured, so I stopped by a local AD, Mayors Jewelers at the fancy-schmancy mall in my area.

I walk up to the desk and am greeted by a man and a woman that work there - I'd seen the man about a month ago when I went in to try one some Rolexes. Anyway, I asked if I could get my watch appraised, and they tell me that their appraiser is not going to be in until March 19th - apparently they use a freelance guy. I tell them I can't wait that long and ask if they can refer me to someone else. They say no, they only recommend their guy - understandable, I guess.

I also ask if they have anyone that can regulate it (keep in mind that I'm a newbie so I don't know what that entails or if it can be done at an AD) because it's running a leeeetle fast for me (+7.5), and the gentleman exclaims that that's WELL within specifications, and that it's even okay for a Rolex to run as much as 21 seconds fast. I reply that COSC standards range from -4 to +6. Both he and the woman give me a look like I'm out of my mind to care about the 7.5 second difference, so I give up.

I then again express my disappointment that their appraiser won't be in for such a long time, because I need to get my watch appraised so I can insure it. The woman says that I can use my sales receipt, and I say that I don't have a sales receipt because it was a private party transaction. She again looks at me like I'm crazy and says "Well, why would you DO such a thing???" I say "Never mind," turn around, and walk out the door.

They can be sure I'll never set foot in their store again - what a bunch of hoity-toity jerks!

Argh.

[Evan614]

You should of told them you did a such thing of a private sale because they wouldn't come down on their holy high price another five hundred dollars... it is all it would of taken.

[outtatime]

This sounds about like most ADs (of any brand) in my area. I just bought a new Sub last Friday at a chain AD (I'm not sure if you're allowed to say whom here, but let's say I 'went there'). They were the best I've encountered yet...the watch manager was a nice guy, the sales lady helping me was polite and knew more than the average person (much more than the snobs at the Big 'T'). Most places I've been to are too cool for the room and can't be bothered to talk to someone unless they've got the deer-in-the-headlights-credit-card-out look in their eyes. My favorites are when someone implies that something is out of my price range (had an Omega dealer do that to me once...'sir, these are OMEGA timepieces...perhaps you'd like to see something in a Tissot'). :)

[DDG]

Originally Posted by outtatime

This sounds about like most ADs (of any brand) in my area. I just bought a new Sub last Friday at a chain AD (I'm not sure if you're allowed to say whom here, but let's say I 'went there'). They were the best I've encountered yet...the watch manager was a nice guy, the sales lady helping me was polite and knew more than the average person (much more than the snobs at the Big 'T'). Most places I've been to are too cool for the room and can't be bothered to talk to someone unless they've got the deer-in-the-headlights-credit-card-out look in their eyes. My favorites are when someone implies that something is out of my price range (had an Omega dealer do that to me once...'sir, these are OMEGA timepieces...perhaps you'd like to see something in a Tissot'). :)

The people that sell the watches are some of the most arrogant sales people I've ever encountered. It's as if they don't want ordinary everyday people to own anything of value. Just for kicks, put on a pair of work boots, and some bib overalls, walk in and ask to try on a few high end pieces. When they start showing you the door, pull out your net worth statement.

[camhabib]

I went into a local AD this past weekend to inquire about sizing my band and possibly picking up a NATO strap to put it on. They wanted $50 just to move the micro adjustment in the clasp, and when I asked about straps, the man lectured me on how "the watch would immediately lose value" if I was to ever change straps - the wear and tear of putting a strap on and off would be detrimental to the watch.

What I don't understand is that almost every AD I've ever been into has been completely empty - sales people sitting on the hands (literally) type empty, no matter the time of day or season . You think they'd try everything they could to keep you as a customer instead of making you want to run to the closest bathroom and vomit.

[Speed]

Yup. I can relate to all of the above. After similar rigamarole, I got my watches appraised at an independent appraiser. Cost me $100 to get two watches done.

Beats dealing with an AD!!!

[Speed]

Yup. I can relate to all of the above. After similar rigamarole, I got my watches appraised at an independent appraiser. Cost me $100 to get two watches done.

Beats dealing with an AD!!!

[Watchdog]

Originally Posted by Speed

Yup. I can relate to all of the above. After similar rigamarole, I got my watches appraised at an independent appraiser. Cost me $100 to get two watches done.

Beats dealing with an AD!!!

You felt so strongly about it, you had to say it twice!

Totally agree!

[PeteNYC13]

Sorry you all have had bad experiences, I am one of the lucky ones who have had great experiences at several AD's in different states. I find that the ratio of commission to salary is usually directly correlated with the level of service you receive!

I try to find out if the sales rep (for any item) is on commission, then I find the nicest, most knowledgeable, and easy to deal with rep and make my best deal. Being in sales, I always fight for my best deal but also know when I am getting a good deal and have "won" - and I am ready to buy.

There is a lot of "hate" for AD's on here- I get that there are plenty of good sellers on here and people are very loyal, and some of the attitude you get at AD's doesn't help but, for the most part, they are just trying to pay the bills like the rest of us. They happen to be a little cocky because they are lucky enough to sell a brand that has loyalty close to no other brand in the world. They are also trying to cover the cost of running a brick & mortar store, advertising, salaries, insurance etc. There is no way they can compete on price alone with some of the folks on line. I have seen them trying to add years of service, discounts on other jewelry purchases etc.

We all decide how to spend our money, I try to encourage and reward good behavior by buying from good people...and always letting them and their boss or manager know that I made my purchase because of the quality of service I have received.

Just my thoughts.
-Pete

[joeychitwood]

I currently have three Rolex watches. I am a relatively casual guy, because I've worked in scrub suits for 25 years and have never needed a business wardrobe. I wear jeans and T-shirts or polo shirts otherwise. I've walked into two Rolex dealers in Minneapolis/St. Paul recently without my watch on just to see how I am treated. I was ignored in both. I asked for assistance and was told that the person who knew the answers was unavailable. I'd imagine these stores lose an untold number of potential customers because they perceived as unworthy of attention due to wearing "appropriately wealthy" clothing.

[PeteNYC13]

Originally Posted by joeychitwood

I currently have three Rolex watches. I am a relatively casual guy, because I've worked in scrub suits for 25 years and have never needed a business wardrobe. I wear jeans and T-shirts or polo shirts otherwise. I've walked into two Rolex dealers in Minneapolis/St. Paul recently without my watch on just to see how I am treated. I was ignored in both. I asked for assistance and was told that the person who knew the answers was unavailable. I'd imagine these stores lose an untold number of potential customers because they perceived as unworthy of attention due to wearing "appropriately wealthy" clothing.

__________________________________________________ _______________

All the more reason that Forums like this are a great place to reward the Good AD's, and avoid the AD's like this.

Doc, was this AD at the "mall of America" or downtown? I was living in WI and spent a ton of time in MN during my first Rolex hunt, would be interested to know which one it was. I know there was one AD downtown in a jewelry store that was always nice to me...they just wouldn't budge on price so they didn't earn my business.

-Pete

[joeychitwood]

Originally Posted by PeteNYC13

All the more reason that Forums like this are a great place to reward the Good AD's, and avoid the AD's like this.

Doc, was this AD at the "mall of America" or downtown? I was living in WI and spent a ton of time in MN during my first Rolex hunt, would be interested to know which one it was.

It was R.F. Moeller on the Nicollett Mall and on France in Edina.

[PeteNYC13]

Originally Posted by joeychitwood

It was R.F. Moeller on the Nicollett Mall and on France in Edina.

__________________________________________________ ______________

Shoot, not sure if that was the store, I would know it if I saw it... I may have to email my old sales rep and see if he remembers - I dragged him in there with me one time.

Either way, it is just bad sales to judge a book by it's cover. I told the story on another thread a while back about a buddy of mine that went to buy a corvette one day - was ignored because he was in shorts and t-shirt from the gym and not a day over 26. Well, he was a pretty successful broker (in the 90's when they all were :-) ) He went back later in the week with his suit on after work... salesman couldn't be happier to see him. Long story short, just like the movies - wrote a check for the corvette on the spot but made sure he bought it from another salesperson.

I am amazed every day at how bad some folks are at doing a good job and running a business.

-Pete

[sakuraba]

Originally Posted by joeychitwood

I currently have three Rolex watches.

Glad you got them back, Doc!

[PeteNYC13]

Originally Posted by sakuraba

Glad you got them back, Doc!

__________________________________________________ ______________

GREAT point, x2!!!

[joeychitwood]

Originally Posted by sakuraba

Glad you got them back, Doc!

Thanks! I also got my wire reversed and my money back. My banker broke out laughing hysterically when I went in the other day and sent another wire to purchase a Sea Dweller. She had spent a lot of time on the phone with the bank and cops in South Carolina working on the scam transaction and thought I was nuts to try another internet purchase.

[TattooedGQ]

Originally Posted by joeychitwood

Thanks! I also got my wire reversed and my money back. My banker broke out laughing hysterically when I went in the other day and sent another wire to purchase a Sea Dweller. She had spent a lot of time on the phone with the bank and cops in South Carolina working on the scam transaction and thought I was nuts to try another internet purchase.

sweet new SD...good luck with this one!!

[joeychitwood]

Originally Posted by TattooedGQ

sweet new SD...good luck with this one!!

I bought it from Steve Mulholland. He has pages of positive feedback on the Who's Who forum and is a very honest seller. I did have to spend a bit of time convincing my spouse that I wasn't insane to try this again.

[Jason71]

Originally Posted by joeychitwood

Thanks! I also got my wire reversed and my money back. My banker broke out laughing hysterically when I went in the other day and sent another wire to purchase a Sea Dweller. She had spent a lot of time on the phone with the bank and cops in South Carolina working on the scam transaction and thought I was nuts to try another internet purchase.

Good for you!!! Get back on that horse and ride

[Evan614]

Originally Posted by joeychitwood

I currently have three Rolex watches. I am a relatively casual guy, because I've worked in scrub suits for 25 years and have never needed a business wardrobe. I wear jeans and T-shirts or polo shirts otherwise. I've walked into two Rolex dealers in Minneapolis/St. Paul recently without my watch on just to see how I am treated. I was ignored in both. I asked for assistance and was told that the person who knew the answers was unavailable. I'd imagine these stores lose an untold number of potential customers because they perceived as unworthy of attention due to wearing "appropriately wealthy" clothing.

Ding

You should of walked back out and gotten your three Rollies out of your car and ask how much it would cost to get them polished. And then walked away with a "I'll go to the other AD for my answers and have them polish them, thanks anyways"

I am so evil

[Double_J]

One thing to note although it doesn't excuse impolite service by any means.

Look at it from their shoes. You've already proven that you're not willing to pay a premium for the atmosphere which is where many ads make their bread and butter (I.e., people who don't mind paying a couple of hundred extra to be coddled.), and you expect that they'll go out of their way to facilitate a low margin service for you on a watch you didn't buy from them. And to make matters worse, you've already shown yourself to be a high maintenance customer by 'quibbling' over something as 'minor' as a couple of seconds per day. Regardless of the 'customer is always right' adage, some customers are really not worth the effort.

By no means should they ever be gruff or rude but their attitude is understandable. The liklihood that you'll be a big dollar customer is low and you've done nothing to earn their trust. You're basically asking for them to do you a favor without giving them reason to believe you'll do right by them in the future.

My ad has gone above and beyond for me many a time but it's because I've shown them that I'm willing to give them business as long as the deal is right.

Rolexes are just like any other luxury item. 80% of people in the store will waste your time and won't spend money even if you give them the world. The other 20% will buy with minimal effort and that's where you focus your attention.

[Andad]

Originally Posted by Double_J

One thing to note although it doesn't excuse impolite service by any means.

Look at it from their shoes. You've already proven that you're not willing to pay a premium for the atmosphere which is where many ads make their bread and butter (I.e., people who don't mind paying a couple of hundred extra to be coddled.), and you expect that they'll go out of their way to facilitate a low margin service for you on a watch you didn't buy from them. And to make matters worse, you've already shown yourself to be a high maintenance customer by 'quibbling' over something as 'minor' as a couple of seconds per day. Regardless of the 'customer is always right' adage, some customers are really not worth the effort.


By no means should they ever be gruff or rude but their attitude is understandable. The liklihood that you'll be a big dollar customer is low and you've done nothing to earn their trust. You're basically asking for them to do you a favor without giving them reason to believe you'll do right by them in the future.

My ad has gone above and beyond for me many a time but it's because I've shown them that I'm willing to give them business as long as the deal is right.

Rolexes are just like any other luxury item. 80% of people in the store will waste your time and won't spend money even if you give them the world. The other 20% will buy with minimal effort and that's where you focus your attention.

Absolutely spot on mate.

Did the OP expect this AD to take him out to dinner?

[ESKO]

Originally Posted by Double_J

One thing to note although it doesn't excuse impolite service by any means.

Look at it from their shoes. You've already proven that you're not willing to pay a premium for the atmosphere which is where many ads make their bread and butter (I.e., people who don't mind paying a couple of hundred extra to be coddled.), and you expect that they'll go out of their way to facilitate a low margin service for you on a watch you didn't buy from them. And to make matters worse, you've already shown yourself to be a high maintenance customer by 'quibbling' over something as 'minor' as a couple of seconds per day. Regardless of the 'customer is always right' adage, some customers are really not worth the effort.

By no means should they ever be gruff or rude but their attitude is understandable. The liklihood that you'll be a big dollar customer is low and you've done nothing to earn their trust. You're basically asking for them to do you a favor without giving them reason to believe you'll do right by them in the future.

My ad has gone above and beyond for me many a time but it's because I've shown them that I'm willing to give them business as long as the deal is right.

Rolexes are just like any other luxury item. 80% of people in the store will waste your time and won't spend money even if you give them the world. The other 20% will buy with minimal effort and that's where you focus your attention.

There is no "their shoes" I am all for empathy but if you are in business, you should not be there to selectively be in business.

Second, these folks don't even know COSC standards. IT DOES NOT MATTER IF IT IS A FEW SECONDS FAST!!!! It is still fast and if he wants to give them HIS business to fix it they should be obliged to do it.

Snobby people boil my blood. We are all human.

When I was learning to play golf there were golf snobs on the course I almost got in a fight with one. Cooler heads prevailed, but he was cussing at me because I was taking too long, THIS AFTER, I got out of the way and told him to play through.

Snobs are in every walk of life, they think they are better than others, deserve priviliges and that the world revolves around them. We are pretty much all the same except body, money, status, and intelligence seperates us.

Anyway sorry for the rant. I have no sympathy for people that don't want to serve me if I am willing to give them my money.

[PeteNYC13]

Originally Posted by ESKO

There is no "their shoes" I am all for empathy but if you are in business, you should not be there to selectively be in business.

Second, these folks don't even know COSC standards. IT DOES NOT MATTER IF IT IS A FEW SECONDS FAST!!!! It is still fast and if he wants to give them HIS business to fix it they should be obliged to do it.

Snobby people boil my blood. We are all human.

When I was learning to play golf there were golf snobs on the course I almost got in a fight with one. Cooler heads prevailed, but he was cussing at me because I was taking too long, THIS AFTER, I got out of the way and told him to play through.

Snobs are in every walk of life, they think they are better than others, deserve priviliges and that the world revolves around them. We are pretty much all the same except body, money, status, and intelligence seperates us.

Anyway sorry for the rant. I have no sympathy for people that don't want to serve me if I am willing to give them my money.

__________________________________________________ _______________

I agree... BUT, and I know I am going to start more debate but here goes. I hate snobs more than you can imagine, as I stated in my earlier post, I reward good service and won't use my hard earned $$$ for bad service. I do have some sympathy for AD's or any other business in today's world.
The internet and forums like this are AMAZING and help the consumer - it has also created a monster where people spend hours of thier time and the business persons time looking at watches, cars, electronics etc. Let's stick with a Rolex and an AD for now. People will go in to the store several times, ask questions, try it on, try it on again, look at a few more...then, they will buy Grey market for a few dollars less. Now, it's your money and I watch every penny I make and spend but I also as a businessman know that the AD has to pay rent, salaries, advertising and benefits (of course) to their staff. They CAN'T compete with a Grey dealer, it's a fact of life, they HAVE to charge more to make less money. They can't compete with someone who has little overhead and is selling from home.
Also, many of the same people posting on here about the "snobs" at the AD's are the same "snobs" that look down at anyone who is not a technical expert on Rolex and it's history and manufacturing process.
I am fortunate enough to work hard and buy watches that I have a huge respect for - and am learning more and more about them on each visit to this Forum...but, I have left many thread here feeling the same as some of you do at the AD for my "lack of knowledge" about the details of the movement and case numbers, etc. of Rolex.

I am not a dealer, I don't work for an AD, I just see pages and pages of people bashing AD's - I agree that many of them are getting by because they are the only Rolex dealer in town and if they had to compete on thier service, they would be out of business in a week... but there are plenty of AD's in my experience that do the right thing. I am happy they are around when my watch needs service, a quick polish or I am shopping for an anniversary gift for my wife and rely on them to make sure I am not buying something I don't need.

Wow, my first "INTERNET RANT"... I need some Johnnie Walker now!


-Pete

[Evan614]

Originally Posted by PeteNYC13

...Let's stick with a Rolex and an AD for now. People will go in to the store several times, ask questions, try it on, try it on again, look at a few more...then, they will buy Grey market for a few dollars less. Now, it's your money and I watch every penny I make and spend but I also as a businessman know that the AD has to pay rent, salaries, advertising and benefits (of course) to their staff. They CAN'T compete with a Grey dealer, it's a fact of life, they HAVE to charge more to make less money. They can't compete with someone who has little overhead and is selling from home.

-Pete

I am not arguing with you.
I see this frequently on this board-- how the ADs can't compete with Grey market. That Grey market sells it for less.
But doesn't grey market buy it from ADs????
Are you saying that grey market dealers sells them for a loss??? I assume AD sells it to the grey market dealers for less than what they grey market guy is selling it to Me, for.
So doesn't plain logic say that the AD has the power and choice to sell it close to a Grey market price!!!!!!! Which would kill the Grey market and result in more profitability?? verses selling it to a Grey market dealer for less than they could of sold it for.

Just my thoughts

[PeteNYC13]

Originally Posted by Evan614

I am not arguing with you.
I see this frequently on this board-- how the ADs can't compete with Grey market. That Grey market sells it for less.
But doesn't grey market buy it from ADs????
Are you saying that grey market dealers sells them for a loss??? I assume AD sells it to the grey market dealers for less than what they grey market guy is selling it to Me, for.
So doesn't plain logic say that the AD has the power and choice to sell it close to a Grey market price!!!!!!! Which would kill the Grey market and result in more profitability?? verses selling it to a Grey market dealer for less than they could of sold it for.

Just my thoughts

__________________________________________________ _______________

I am not sure how the whole grey market works, I assume that in addition to getting their hands on some of the highly sought after watches, the grey "dealer" will take some old "new" inventory from and AD and flip it - a little profit to the grey, a little profit to the AD. The grey's have the power of the internet to market their slower selling watches and finding a home for them at a small profit, the local AD who can't market Rolexes on the internet is stuck waiting for that one in a million customer to come in and take the slow mover - very unlikely. And in the meantime they AD is stuck with $$ tied up in inventory and can't order more of the high demand pieces. I get the whole concept and don't judge it... I am just sticking up for the AD's that have sold me my Rolexes and have been fair and easy to work with.
In exchange for turning inventory and helping to get rid of slow sellers, the grey get's the occasional SS Daytona or similar that they can make a big mark-up on.
The AD makes a quick couple of hundred for watches that are hard to sell, keeps inventory fresh for the retail customer willing to pay a premium for AD service and peace of mind. Am I far off?!

So, no, they can't sell it to the average customer for the same price and still make money on volume - again, I assume that this is how the majority of the greys get inventory. I know there are other ways, some more legit than others.

And honestly, I can see how AD's lean towards "snooty" sometimes - my only gripe is with people who get mad at the AD's for having the "nerve" to charge so much... and don't look at it from a business point of view. Equally as upsetting as the AD's that hang a Rolex crown on the window and think the days of having to provide customer service are over. The grey's keep them from getting totally out of control! lol

Either way, I just find people and stores that are fair to do business with and encourage good behavior by spending my money there.


-Pete

[thegoodlife777]

Ughh I'm semi new to owning a Rolex, what does AD stand for? lol

[joeychitwood]

Originally Posted by thegoodlife777

Ughh I'm semi new to owning a Rolex, what does AD stand for? lol

"Authorized Dealer."

[TattooedGQ]

Well then wear it well Doc....congrats!

[DRAWTOOL]

Wow! "Fancy-schmancy mall and hoity-toity jerks! Obviously you didn't hold your pinkie finger up when you showed them the watch.